Operation Officer

ACE Money Transfer; Lahore; On-site; PKR 480,000 - 720,000; Full time

Job summary

ACE Money Transfer in Lahore seeks an Operations Officer to monitor daily activities, review queues, and ensure timely progression of issues across Customer Service, Compliance, Finance, Technology, and Product. You will maintain trackers, generate daily, weekly, and monthly reports, investigate discrepancies, and escalate where needed.

Strong communication and ownership are essential. This hands-on role requires attention to detail, ability to handle multiple tasks, and proactive problem

Qualifications

• Graduation from a recognized institution required.
• Proficient with Excel, reports and internal systems.
• Able to manage multiple tasks simultaneously.
• High accuracy and attention to detail.
• Demonstrates persistence, ownership and accountability.
• Excellent communication and follow-up skills.
• Proactive monitoring and investigation of issues.
• Strong problem-solving skills with a focus on resolution.
• Not a purely administrative role; ownership of operational issues is required.

Responsibilities

• Review daily operational queues and identify pending, failed, rejected, overdue, or exceptional items.
• Check transactions, customer/account information, tickets, and system records for discrepancies.
• Follow up with relevant teams (Customer Service, Compliance, Finance, Technology, Product).
• Maintain trackers showing issues, responsible teams, status, actions, and follow-up dates.
• Escalate unresolved issues with relevant facts and evidence.
• Monitor SLA deadlines and highlight breaches.
• Prepare and update daily, weekly, and monthly Operations reports.
• Perform data checks to ensure accuracy of reports.
• Investigate operational issues using system information and audit trails.
• Escalate issues that cannot be resolved at Officer level.
• Support operational testing and UAT for new features and changes.
• Identify recurring problems and opportunities to automate processes.
• Maintain clear documentation of actions taken and updates.

Skills

Excel

Attention to detail

Communication

Follow-up

Ownership

Multitasking

Problem-solving

Education

Bachelor's degree

Job description

Job Description:

About Us:

We are a dynamic and fast-growing financial technology group headquartered in Manchester, United Kingdom, with an established presence across the UK, Europe, Canada, Australia, Pakistan, and Bangladesh. Our group, encompassing ACE Money Transfer and ACE Union, operates across two regulated verticals: Electronic Money Services (EMI) and Cross-Border Remittances.

Through our digital platforms, including mobile apps, web portals, and APIs, we deliver a comprehensive range of regulated financial services. These include digital payments, e-wallets, electronic money issuance, prepaid cards, mobile top-ups, bill payments, and international money transfers, designed to serve both individual and business customers in over 100 countries. By leveraging cutting-edge technologies such as AI for fraud detection, automation for seamless transactions, and partnerships with global leaders like Mastercard, we provide secure, user-friendly, and accessible financial solutions that adapt to the evolving needs of a global customer base.

As we scale our EMI and remittance operations amid 2026's fintech landscape marked by real-time payments, embedded finance, blockchain integration, and sustainability initiatives, we are building a leadership team to drive innovation, regulatory compliance, and excellence across our dual-regulated ecosystem.

Job Title:

Operations Officer

This is a hands-on operations role. The job involves monitoring operational activities, checking data and transactions, following up with internal teams, maintaining reports and trackers, identifying issues, and making sure outstanding actions are progressed and closed.

What You Will Actually Do

• Review daily operational queues and identify pending, failed, rejected, overdue, or exceptional items
• Check transactions, customer/account information, tickets, and system records to identify discrepancies or issues
• Follow up with the relevant team when an issue requires action from Customer Service, Compliance, Finance, Technology, Product, or another department
• Maintain trackers showing the issue, responsible team, current status, required action, and follow-up date
• Keep chasing outstanding items until they are resolved or appropriately escalated
• Monitor SLA deadlines and highlight potential or actual breaches
• Prepare and update daily, weekly, and monthly Operations reports
• Perform data checks to ensure reports and operational records are accurate
• Investigate operational issues using available system information, audit trails, reports, and transaction details
• Escalate issues that cannot be resolved at Officer level, providing the relevant facts and evidence
• Support operational testing and UAT when new features, system changes, or process changes are introduced
• Identify recurring problems and highlight opportunities to improve or automate manual processes
• Maintain clear documentation of actions taken, updates received, and outstanding issues

Key Requirements

• Minimum qualification: Graduation from a recognized institution
• Comfortable working with Excel, reports, internal systems, tickets, and transaction data
• Able to manage multiple tasks and collaborate with different teams simultaneously
• Strong accuracy and attention to detail
• Demonstrates persistence, ownership, and accountability
• Excellent communication and follow-up skills
• Proactive approach to monitoring and investigating operational issues
• Strong problem-solving skills with a focus on moving issues toward resolution
• This is not a purely administrative role - it requires active monitoring, investigation, follow-up, coordination, and ownership of operational issues